Employee satisfaction

With some companies, you can feel the difference the moment you walk in the front door or speak for 10 seconds with the receptionist on the phone. There is a genuine interest and energy the person has that comes through. The unspoken but very clear message: "I like my job, my company and I am excited to see how I can help you today."

That's an incredibly powerful customer service weapon that separates some of the best companies from "pretty good" companies. The profile in this issue is about one of the best. Windsor Factory Supply enjoyed explosive growth in the late 1990s, and unlike many companies, managed that growth with a stable platform. That platform started to be assembled in 1955 when the two founders left another company and vowed to manage it in a way so their employees would not be treated in the same manner they had been.

These two gentlemen stay involved in the business long after they sold it to the employees. The culture is unique. The very successful formula created here won't work for many companies, but there are some great ideas here that might. Employees have a high degree of freedom to get their jobs done, but there are also extremely high levels of accountability with customers and fellow associates. There are very clear processes for achieving company goals, developed with a lot of input from everyone.

What this company built took a long time, but it has paid off. They have an incredible focus on customer service that starts with a careful hiring and training process. Is it costly to do that? Sure, but look at the payoff ﾖ here's a commodity management company that has grown by the entrepreneurial skills and enthusiasm of its employees. That's a pretty remarkable and profitable career path to provide.